Description:
We are looking for a dedicated individual with excellent leadership skills to help manage our fast paced Toronto DriveTest Centre. This demanding yet rewarding role requires adaptability, independent thinking, initiative, and enthusiasm. The position will suit you if you have strong interpersonal/presentation skills, creative problem-solving abilities, as well as previous office management experience.
Purpose of the Job:
- Plan, organize, and direct front-line employees on daily/weekly activities in the DTC (DriveTest Centre), to meet section service delivery objectives.
- Ensure compliance with all Serco Canada Inc. policies and procedures, including but not limited to MTO Standards, Code of Conduct and Ethics, Serco Management System, PDR’s, etc.
- Responsible to meet the Project Agreement KPIs at the DEC level.
Primary Duties and Responsibilities:
Management and Supervision:
- Lead a DriveTest Centre office, including all customer service and Driver Examiner activities.
- Coordinate workflow within DriveTest Centre, including distribution of work, dissemination of information, assigning staff to cover for absences, providing technical assistance, answering questions, and resolving problems.
- Serve as a liaison between the DriveTest Centre, other offices and outside agencies for the distribution and collection of information to resolve operational issues.
- Educate staff in the use of the LCS system, introducing new versions and functions, and troubleshoot system problems as they arise.
- Planning and leading staff meetings.
- Reviewing work performance, motivating staff to work more effectively, identifying problems with performance and solutions to those problems, determining training needs to improve performance, initiating informal measures to correct misconduct or making recommendations for formal discipline with the assistance of Human Resources and DriveTest Centre Manager, when necessary.
- Regularly monitor the accuracy, completeness and timeliness of customer service and Driver Examiner activities within area of responsibility.
- Ensure accurate compliance with all Business Management System (BMS) processes and procedures.
- Perform duties of Customer Service Agent and/or Driver Examiner as required.
Competencies and Skills:
- Leadership – 4 to 6 years of Supervisory experience and the ability to establish focus and provide motivational support.
- Communication - Communicate to ensure employees in the unit support and understand how their work relates to the organization's Balanced Score Card Approach. Acknowledge employees for their contributions and recognize and reward employees for their achievements. The ability to pass information to others with clarity and precision. Oral communication: ability to express oneself clearly in conversations and interactions with others.
- Written communication: ability to express oneself clearly in business writing.
- Fostering teamwork - The ability to (and desire) to work cooperatively with others, while providing leadership and guidance to ensure the success of all team participants.
- Managing performance - The ability to take responsibility for one's own (and/or area of responsibility) performance by setting clear goals and expectations, tracking progress against goals, ensuring feedback and addressing performance issues promptly. Has the ability to multi-task, work well under pressure, prioritize workload, meet deadlines, maintain confidentiality, and work well with all levels of management, the client and the public.
- Maximizing performance - The ability to assist with establishing performance/development goals, coaching performance, providing training, and evaluating performance.
- Empowerment - The ability to allow employees the freedom to decide how they will achieve their goals and resolve issues. This includes conveying confidence in an employee's ability and delegating significant authority and responsibility.
- Customer Service Focus - The ability to listen to and understand the customer. This includes anticipating customer needs and giving high priority to customer satisfaction.
- Thoroughness- The ability to ensure that one's own work and other's work are complete and accurate. Proven track record of high performance and creating a positive and productive work environment in previous roles.
- Managing work - The ability to identify priorities, manage time, effectively plan and establish organized procedures to accomplish goals efficiently and effectively.
- Decisiveness - The ability to make difficult decisions in a timely manner.
- Stress Management - The ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation.
- Personal credibility - To be perceived as responsible, reliable, and trustworthy
- Managing change - The ability to demonstrate support for organizational changes needed to improve organizational effectiveness. This includes initiating; sponsoring and implementing organizational change and helping others manage change.
- Technical expertise - The ability to demonstrate depth of knowledge and skill in a technical area